“All are directed to observe a professional and service-oriented behavior in handling with passengers/clients, and refrain from making unwarranted remarks,” David said in a memorandum order to the BI airport operations division, excerpts of which were posted Monday on the BI website.

David said he has received complaints about some immigration officers who are "condescending" when passengers argue with them.

In some cases, the passengers are turned away or excluded after arguing with immigration officers, the BI said in a news release.

Following the incidents, David discouraged BI employees from excluding passengers for "simple misbehavior," which he said pose no threat to public safety.

Besides, he said immigration officers must be “more prudent in excluding aliens on the ground of unruly behavior or discourtesy.”

Instead, he said turning away aliens should only be resorted when the case is of a “severe nature” such as when the alien’s behavior is "uncontrollable and intolerable."

Uncontrollable and intolerable acts include being drunk or under the influence of illegal drugs and other intoxicating substances, the BI said.

Other circumstances that warrant exclusion include foreigners using violence, harassment, and intimidation against fellow passengers and BI personnel. –KG, GMA News